Customer Success Manager

Role Overview

CWILL is looking for a Customer Success Manager to build strong relationships with eCommerce merchants using its post-purchase and retention platform. The position is remote, with the working location tied to Toronto, Canada, and reports to the Head of Customer Success.

About CWILL

CWILL (spoken as "quill") provides a post-purchase and retention suite designed for Shopify brands. Its tools are built to help merchants cut support volume, win back revenue lost through returns, and convert first-time buyers into repeat customers.

What You Will Be Doing

You will guide merchants from onboarding through continued product adoption, helping them get measurable value from CWILL. The role includes handling issues, tracking account health, collecting customer feedback, and partnering with internal teams to keep merchants successful. This is a practical, customer-facing startup role where the work is varied from day to day.

Onboarding and Product Adoption

• Lead new merchants through setup, product configuration, and early best practices across the CWILL product suite.
• Support adoption of features related to order tracking, returns, shipping protection, reviews, loyalty, and retention workflows.
• Spot early signs of weak adoption and step in proactively to help customers see value sooner.
• Keep onboarding checklists, templates, and enablement resources current for common customer groups.

Account Management and Retention

• Own a portfolio of SMB merchants and serve as their primary contact.
• Track account health, product usage, renewal risk, and churn indicators.
• Hold recurring check-ins and business reviews centered on customer outcomes.
• Help uncover upsell, cross-sell, and renewal opportunities by sharing customer needs with the team.

Support and Issue Resolution

• Sort through customer issues, work with internal teams on fixes, and keep customers informed until the issue is closed.
• Notice recurring support patterns and raise them as product feedback or help center improvements.
• Maintain strong standards for response time, follow-through, and documentation quality.

Insights and Cross-Functional Collaboration

• Collect customer feedback, feature requests, and competitor insights from everyday merchant conversations.
• Share customer context with Product and Marketing to help shape roadmap priorities and content planning.
• Keep CRM data, account notes, and lifecycle stages accurate and up to date.

Work Authorization

Candidates must already be legally allowed to work in Canada when hired. CWILL is not able to offer visa sponsorship at this time.

Requirements

• A bachelor’s degree or comparable hands-on experience.
• At least 2 years of experience in Customer Success, Account Management, Support, or another customer-facing SaaS role.
• Experience serving B2B SaaS customers; familiarity with eCommerce, Shopify, DTC, or retention software is an advantage.
• Strong written and spoken communication skills, with the ability to explain value, handle conflict calmly, and build customer trust.
• Excellent organization and reliability, with the ability to manage several accounts and priorities at once.
• Comfort using CRM and support platforms such as HubSpot, Intercom, Zendesk, Gorgias, or similar tools.
• Ability to work independently in a startup setting where processes may still be evolving.

Preferred Qualifications

• Direct experience working with Shopify merchants or Shopify apps.
• Exposure to post-purchase, returns, order tracking, loyalty, reviews, or retention products.
• Background supporting SMB or founder-led eCommerce brands.
• Basic data analysis ability in Excel, Google Sheets, or HubSpot reporting.
• Bilingual ability in English and Mandarin Chinese, which would support collaboration with global teams.

Compensation and Benefits

The starting pay is 60-80K plus commission, depending on experience, and the company is open to negotiation.

• 401(k)
• PTO
• Paid holidays
• Insurance

Equal Opportunity

CWILL is an equal opportunity employer. Hiring decisions are based on the skills and experience needed for the role, and candidates from all backgrounds are encouraged to apply.